Customer Service Analyst

Dahl Consulting is partnering with a leading organization in the healthcare solutions and scientific innovation space to identify a Customer Service Analyst. This role supports U.S.-based customer operations by managing and resolving customer issues while analyzing payment behavior and accounts receivable data.

Responsibilities:

• Lead end-to-end customer issue resolution management for a U.S.-based customer operations group, including root cause analysis of customer payments, delinquency trends, and credit risk
• Analyze customer-specific accounts receivable data to identify issues and implement preventative action plans that improve productivity and drive process improvements
• Partner with customers and internal stakeholders, including sales and business teams, to resolve delinquent accounts
• Independently conduct collection activities on past-due accounts using phone, email, and written communication
• Perform in-depth analysis of customer payment behaviors and open receivable items to develop effective resolution strategies
• Communicate clearly and professionally to ensure positive customer experiences and successful outcomes
• Build credibility and trust by ensuring timely, accurate issue resolution and detailed reporting

Requirements:

• Bachelor's degree or higher
• Minimum of two (2) years of combined experience in one or more of the following: Finance, Accounting, Customer service, Accounts receivable or accounts payable, A direct customer-facing role in a private, public, government, or military environment
• Experience with: Accounts receivable and collections, Customer service in a financial or operational environment, Financial analysis, Customer payment behavior analysis, Continuous process improvement
• Direct experience in B2B collections
• Experience managing disputes within accounts receivable environments
• Working knowledge of financial statement analysis, negotiation techniques, and credit principles
• Advanced proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Power BI
• Strong organizational, communication, and interpersonal skills
• Demonstrated initiative in process improvement and change management
• Experience participating in or leading Lean Six Sigma initiatives, cross-functional projects, or similar continuous improvement efforts